Customer Service Coordinator, Parking Services - Limited Term

ontariotechu•Oshawa, ON

8d•Onsite

About The Position

The Customer Service Coordinator serves as the first point of contact for all parking, Ucard, and UPass-related inquiries, providing front-line support in person, by phone, and via email. The role manages day-to-day transactions such as permit processing, Ucard/UPass issuance, responding to inquiries, and resolving routine issues. Responsibilities also include monitoring intercoms and camera systems, handling first-level parking-related complaints and parking citation appeals, assisting with citation collections, and liaising with field staff in parking lots via radio. More complex matters are escalated to Management in accordance with established procedures.

Requirements

Completion of a two-year post-secondary diploma
One to three years’ experience working in a high-volume, customer service environment
Excellent systems knowledge (i.e. Banner, Google Suite, Microsoft Office Suite, IBM Cognos Analytics)
Familiarity of parking equipment, payment collection devices and permit management software
Excellent customer service skills with strong judgement, flexibility and adaptability
Ability to prioritize and work in a fast-paced, high-pressure environment with tact and composure
Exceptional oral and written communication, troubleshooting, problem-solving and critical-thinking skills
Excellent attention to detail with a high level of accuracy
Friendly with a high-level of empathy and compassion
Ability to take initiative, work independently and in a collaborative team environment
Strong organizational and time management skills; ability to work with a strong sense of urgency
Demonstrated ability to establish and maintain collaborative relationships and work with diverse clientele
Ability and willingness to learn new systems

Nice To Haves

Program relating to business or IT preferred
A Bachelor’s degree would be considered an asset
A combination of education and experience may be considered
Experience working within a university setting would be preferred
Experience working with campus systems, ideally in a Card Office or Parking Office
Experience using TouchNet OneCard VIP, CloudCard, Cascade Content Management System (CMS) preferred

Responsibilities

Carry out daily operations of the Ucard/UPass program, including card production, distribution, troubleshooting and system support to ensure a smooth user experience
Process parking transactions (permits, fines, fees), issue permits, and maintain accurate customer and payment records in compliance with departmental procedures
Maintain supply inventory, equipment, and program resources, and coordinate with vendors for technical support and issue resolution
Monitor data accuracy, maintain audit controls, and support reporting and analysis to inform decision-making
Collaborate with students, staff, and campus partners to ensure effective service delivery and continuous improvement
Provide front-line customer service for Parking and Ucard inquiries (in person, phone, email)
Deliver clear information on parking policies, permits, payments, and Ucard accounts; assist with basic campus wayfinding
Resolve routine issues and troubleshoot customer concerns, escalating complex matters to supervisors or specialists as needed
Coordinate with vendors for technical support, including logging tickets and managing service requests
Maintain records of interactions and support KPI tracking and reporting
Executes communications plans to promote unit services
Collaborate with internal partners and stakeholders to execute joint communications
Assist with monitoring and directing traffic during special events or peak periods
Set up and remove event signage, cones, and barricades as required
Support visitor parking operations, including assisting with pay stations or mobile app issues
Provide feedback to supervisors regarding operational needs or service trends
Perform basic troubleshooting on Ucard, UPass and parking equipment, payment kiosks, permits, and account systems
Report system failures or equipment malfunctions promptly to supervisors or technical services
Document issues and follow reporting protocols
Contribute to team meetings, training sessions, and operational planning
Take notes for team meetings
Participate in continuous improvement initiatives